Technical Support Representative (Tier 1 Helpdesk)

document all incidents, troubleshooting steps, and resolutions within ServiceNow Escalate unresolved or complex issues to Tier 2 support as appropriate Maintain a professional, customer-focused approach while assisting users with varying technical skill levels Perform additional duties as assigned Work Environment 100% phone-based support role Fast-paced helpdesk environment supporting multiple retail locations Collaboration with Tier 2 support teams for advanced issue resolution We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/. Skills and Requirements Previous helpdesk or technical support experience, ideally within a call center environment Excellent verbal communication skills, with the ability to provide clear, calm, and effective phone-based troubleshooting support Strong written communication skills, including accurate and detailed documentation of incidents and resolutions within a ticketing system (e.g., ServiceNow) Demonstrated ability to clearly explain technical issues and solutions to

non-technical users Proven PC support experience, including basic networking concepts such as guiding users through obtaining an IP address Strong attention to detail with a focus on thorough and accurate ticket documentation Customer-focused mindset with a friendly, professional demeanor and a high level of patience High degree of reliability and dependability; consistent attendance and punctuality are required, particularly during the initial training and onboarding period Willingness and ability to work any scheduled shift during the team's operating hours: Monday-Saturday: 9:30 AM - 10:00 PM EST Sunday: 12:00 PM - 8:30 PM EST POS helpdesk experience Telecom Porting experience CheckPoint Firewall experience Networking troubleshooting experience Spanish speaker Experience with remote in tools like TeamViewer Contract/Contract-to-Hire Roles: Compensation: $17/hr to $18/hr. Exact compensation may vary based on several factors, including skills, experience, and education.

Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location.